公开(公告)号：EP1449104A4

公开(公告)日：2007-03-14

申请号：EP02791274

申请日：2002-11-19

Applicant: GENESYS TELECOMM LAB INC

Inventor： ZYARKO VADIM ,  KOLOMOYSKYY OLEKSIY ,  ZGARDOVSKI STANISLAV

IPC: G06F15/16 ,  H04M3/487 ,  H04L12/56 ,  H04L12/66 ,  H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M7/00 ,  H04M11/08

CPC classification number: H04L65/4007 ,  H04L29/06 ,  H04L29/06027 ,  H04L69/08 ,  H04M3/5158 ,  H04M3/5191 ,  H04M7/125

Abstract: A dynamic data exchange (DDE) gateway of a communication network (100) for formatting and forwarding commands, requests, and data between separate software suites (106, 108, 110, 112) operating under disparate protocols within a communication center (101) includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands. The gateway is characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that the interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.

公开(公告)号：EP1114543A4

公开(公告)日：2006-05-10

申请号：EP99945479

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: H04L29/06 ,  G06Q10/06 ,  H04L12/66 ,  H04L29/08 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00

CPC classification number: H04L63/104 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/4007 ,  H04L67/14 ,  H04L67/22 ,  H04L69/329 ,  H04M3/5191 ,  Y02P90/86

Abstract: In an enterprise-hosted multimedia telecommunications center (17), a client-facing interactive single-media pre-processing interface (61) has an answering facility (59) adapted for greeting and pre-instructing a client making a contact to the pre-processing interface (61), an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility (77) adapted for offering the client one or more communication choices based on the client identification established by the identifying facility (77). In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository (79), including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.

公开(公告)号：EP1125208A4

公开(公告)日：2005-11-30

申请号：EP99945519

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/46 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M11/00 ,  G06F13/00

CPC classification number: H04L65/1043 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/4007 ,  H04L67/04 ,  H04L69/08 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4938 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191

Abstract: A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer (87) for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.

公开(公告)号：EP1114541A4

公开(公告)日：2005-01-12

申请号：EP99946740

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHENKMAN GRIGORY

IPC: H04L12/56 ,  H04M3/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/58 ,  H04Q3/72

CPC classification number: H04L65/1006 ,  H04L65/4007 ,  H04M3/42323 ,  H04M3/493 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/006 ,  H04Q3/72

Abstract: An integrated router (IR) (83) in a call center (17) monitors and controls both a telephony switch (27) receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor (29) receiving and forwarding DNT call. The one IR (83) consults a common data repository (86) storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both COST and DNT calls.

公开(公告)号：EP1129571A4

公开(公告)日：2004-12-01

申请号：EP99972402

申请日：1999-11-10

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR

IPC: H04L12/66 ,  H04M3/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M7/00 ,  H04Q3/00 ,  H04M11/06 ,  H04L29/06

CPC classification number: H04M7/0069 ,  H04M3/4228 ,  H04M3/493 ,  H04M3/5183 ,  H04M7/1245 ,  H04Q3/0025 ,  H04Q3/0045

Abstract: A hybrid IP backbone network (27) spans geographic locations of two or more publicly-switched telephone networks (15, 17, 19) and includes nodes (21, 23, 25) with translation servers adapted to translate between data protocols compatible with the PSTNs and a data protocol compatible with the IP bakcbone network. Calls placed in one PSTN then may be routed to an IP node, translated to data-packet protocol, through the IP backbone to a second node having another translation server, and therethrough into another PSTN and thence to a final destination. In some embodiments data gateways (69) and trunk gateways (71) are also provided at and integrated with IP nodes in the IP backbone network.

公开(公告)号：EP1092313A4

公开(公告)日：2004-12-01

申请号：EP99927340

申请日：1999-06-07

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  NEYMAN IGOR ,  GISBY DOUGLAS ,  CRONIN PAUL

IPC: G06Q10/10 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M7/12 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/66

CPC classification number: G06Q10/107 ,  H04L29/06 ,  H04L51/066 ,  H04L51/14 ,  H04L51/22 ,  H04L51/36 ,  H04M3/42059 ,  H04M3/42093 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M3/5315 ,  H04M3/533 ,  H04M7/0054 ,  H04M7/006 ,  H04M7/12 ,  H04M7/126 ,  H04M2201/18 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13053 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/1315 ,  H04Q2213/13179 ,  H04Q2213/1322 ,  H04Q2213/13248 ,  H04Q2213/1328 ,  H04Q2213/13337 ,  H04Q2213/13349 ,  H04Q2213/13375 ,  H04Q2213/13377 ,  H04Q2213/13389

Abstract: In the figure, a queueing system in a call center (19) is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls (13) and Data Network Telephony (DNT) calls (12). Callers are enabled to leave voice mails as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

公开(公告)号：EP1040644A4

公开(公告)日：2004-10-20

申请号：EP98955144

申请日：1998-10-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： SHTIVELMAN YURI ,  MYERS KENNETH SCOTT

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M3/58 ,  H04Q1/45

CPC classification number: H04M3/52 ,  H04M3/42306 ,  H04M3/42323 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M2201/42 ,  H04Q1/45 ,  Y10S379/90

Abstract: A call re-directing system associated with a call center (1010) integrates an interface on a computer station (1021) at an agent station (1020) having a telephone (1022), a CTI-application executing on a processor (1012) connected to a telephony switch (1011), and a DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a re-routed call and re-associated with the call.

公开(公告)号：EP1048162A4

公开(公告)日：2004-10-06

申请号：EP98953947

申请日：1998-10-22

Applicant: GENESYS TELECOMM LAB INC

Inventor： KAMEN VLADIMIR

IPC: H04M3/523 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00 ,  H04Q3/64

CPC classification number: H04M3/36 ,  H04M3/42323 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5231 ,  H04M3/5234 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13107 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13395

Abstract: An automated dialer (100) for a call center (105) maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

公开(公告)号：EP0962087A4

公开(公告)日：2002-10-16

申请号：EP98908545

申请日：1998-02-17

Applicant: GENESYS TELECOMM LAB INC

Inventor： MILOSLAVSKY ALEC

IPC: H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M3/60 ,  H04M7/00 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66 ,  H04M5/00

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones (136, 138, 140, 142) at operator workstations (331, 332) and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network (100), and a first processor (223) connected to the central switch (123, 124) by a high-speed data link (2121, 213) and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor (224) over the digital network connection. The first processor is connected by a LAN (301) to network interfaces including a video display unit and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. The LAN is also connected to a data server (303) running an instance of a database. The call centers are all part of a call routing system wherein calls are routed from Service Control Points (101) to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the SCPs and to the call center central switches.

公开(公告)号：EP0985308A4

公开(公告)日：2002-07-31

申请号：EP98924821

申请日：1998-05-27

Applicant: GENESYS TELECOMM LAB INC

Inventor： GISBY DOUGLAS ,  MILOSLAVSKY ALEC

IPC: H04M7/00 ,  H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A system for rerouting misrouted calls between call centers has multiple call centers (501, 502, 503) all connected by digital link (511, 512, 513) to a central rerouter (510), which maintains a data list of a unique pool of destination numbers assigned to each of the call centers (501, 502, 503). The central rerouter (510) sends rerouted calls to destination numbers in the destination number pool for each call center (501, 502, 503) in a sequential manner such that any destination number in the pool for any call center (501, 502, 503), once used, is not used again until all of the remaining destination numbers in the pool for that call center are used once each. In a preferred embodiment call centers (501, 502, 503) are interconnected by private lines, and rerouted calls are sent over the private lines.

Abstract translation: 用于在呼叫中心之间重新路由错误呼叫的系统具有全部通过数字链路（511,512,513）连接到中央重路由器（510）的多个呼叫中心（501,502,503），中央重路由器（510）维护唯一的 分配给每个呼叫中​​心（501,502,503）的目的地号码。 中央重路由器（510）以顺序方式将重路由呼叫发送到每个呼叫中​​心（501,502,503）的目的号码池中的目的号码，使得任何呼叫中心（501,502,503）中的任何目的号码 ）一旦使用，则不会再次使用，直到该呼叫中心的池中剩余的所有目的地号码都被使用一次。 在优选实施例中，呼叫中心（501,502,503）通过专用线路互连，并且重新路由的呼叫通过专用线路发送。